To Stephen Y Jiang,
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is James and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the refrigerator is listed under and we will contact you directly. In addition please include your screen name Stephen Y Jiang in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
A&E Solutions Team
A&E Cares
To LB Carter,
I'm sorry that you're dryer is having issues again so soon after your last repair. I'm especially concerned about the way you were treated by a Sears representative recently and that he didn't provide better assistance. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. We want to make sure that you receive the quality service that you deserve and have come to expect from Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the dryer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (LB Carter) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To kimnea,
I'm sorry for the bad experience that you had at our Oakland Mall location. I understand that you feel our associate ignored you and we would like the opportunity to make this right and help you with any other issues you may be having. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide your screen name (kimnea) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Vincent Lapenta,
I came across your post and I wanted to reach out and apologize for the issues you are having with your new refrigerator. I realize how frustrating it must be to have this happen twice so soon after the first refrigerator was purchased and delivered. I'm also sorry that the technical advice you received was not helpful. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would like the opportunity to earn back you confidence. We do hate that you are experiencing this kind of inconvenience, especially considering the refrigerated medication and we want to help you resolve this issue even if you have already returned the refrigerator and purchased a new one elsewhere. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the refrigerator is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (vincent lapenta) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Timothy V. Nichols,
I can certainly understand how frustrating it is for your washer to fail so soon after you purchased it and I apologize for the inconvenience that this has caused you and your family. I'm also sorry to hear that we were unable to provide a sooner repair appointment. It's rare that we are unable to schedule a service appointment within a couple of days and much more so within a weeks time. Unfortunately, service levels in your area are currently very high but we would like to help resolve this issue and provide a quality service experience. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Timothy V. Nichols) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Freezerless,
I'm very sorry for the bad service that you've received surrounding the repair of your freezer. I completely understand the importance of having a working freezer in the home and I'm sorry that you have had to endure this long period without one. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. There are several things that we can help you with including a sooner repair appointment and your food loss claim. We desperately want to turn this very disappointing experience around. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Freezerless) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Just Mad At Sears,
I'm sorry that your family has been without a working refrigerator for so long and that it has been taking so long to schedule a repair appointment. I completely understand your frustration and the inconvenience this causes. Depending on the service levels in your area, it is sometimes difficult to schedule a repair appointment within the same week, however a refrigerator is an appliance we could possibly help set a priority service for. My name is James and I’m part of the Sears Cares Escalations team and we want to earn your confidence back. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the refrigerator is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Just Mad At Sears) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To ruko,
I apologize for any confusion caused by the ad you received in your email from Sears and for the lack of customer service that you received from several associates. It appears that you have still not received a satisfactory response from Sears and we would like to make sure that you get the quality service that you deserve. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss this issue with you further and restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide your screen name (ruko) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To judyn,
I apologize that the price quoted to you changed at the time of service. This should not have happened and I'm sorry for any frustration that we caused you. We would appreciate the opportunity to speak to you about this further and to regain your confidence in Sears. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (judyn) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To jhfink,
I'm sorry that the stove you recently purchased from Sears was delivered damaged but I'm happy that the store replaced it for you quickly. I am also sorry to hear about your daughters issue with her broken washer. Her situation is indeed unfortunate and I'm sorry that the failures happened outside of the manufacturer’s warranty. I know that this is a frustrating situation but the manufacturer of the appliance is who warranties the appliance for 1 year. At Sears we offer additional insurance for your appliances with our service agreements. They are optional but necessary to protect yourself from costly repairs after the manufacturer's warranty is over. We do value you and your daughter as Sears customers and would like to discuss this issue further with her. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call her directly. Also, in your email, please provide your screen name (jhfink) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Goodfella1775,
I apologize for the negative experience that you've recently had with Sears Home Improvement. It's obvious that the customer service you received from several Sears representatives was below our standards of quality and I'm sorry that you had to fight so hard for the right thing to be done. We would like the opportunity to discuss your experience further with you and to regain your trust in Sears. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call her directly. Also, in your email, please provide your screen name (Goodfella1775) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Ms. Waymire,
I'm very sorry that you've had so many repair problems with your washer and for the lack of customer service you have received. The "No-lemon guarantee" with your Master Protection Agreement assures that your appliance will be replaced if it has had four functional part failures, where a functional part is replaced, within a 12 month period. We would be more than happy to discuss your situation with you further and to provide the quality customer service that you deserve. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (mamamona) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Dear AnnellaST:
Please accept our apologies for the problems you encountered trying to set service for your television. I can certainly understand your frustration after being transferred back and forth 6 times. My name is Susan and I am part of Sears Social Media escalations team. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to look into this situation further for you and help you with a resolution.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the television was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (AnnellaST) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
ellemaecurbless,
I can certainly understand your frustration with having your oven break down multiple times. We'd like the opportunity to speak with you to help resolve your concerns. My name is Brian H. with Sears Cares and we can help. Please email your contact information to smsupport@searshc.com and a dedicated case manager will contact you to assist. In your email, please be sure to include your screen name (ellemaecurbless) and the phone number you purchased the oven under so we can make reference to your case. Again, I apologize for the inconvenience and we hope to hear from you soon.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
To jhfink,
I'm very sorry for the repair issues that you've experienced recently with your stove and of course for the issues that your daughter has had with her washer. We do appreciate your family and the patronage that you've shown to Sears in the past and we hate for this failure to result in loosing you or anyone else as a Sears customer. It is unfortunate that the washer failed just outside of the manufacturer's warranty because in addition to free parts and labor the washer would have been covered under the "No-lemon guarantee" that Sears promises as a courtesy to our customer's. It sounds like your daughter purchased a "Service Smart Agreement" which guarantee's a $500 voucher if a repair is going to cost more than $500 to fix. I understand that this does not cover the entire cost of a new washer; however it is a very smart service agreement to buy for an appliance repair when the appliance is not covered under any kind of warranty. We would be more than happy to discuss your situation with you further and to provide the quality customer service that you deserve. Our case managers are on an Executive level and might be able to provide additional assistance. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (jhfink) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To R and J,
I'm sorry to hear about the issues that you are having with your washer. I can certainly understand your concern with a pricy repair bill and your desire to have a less complicated machine. We do value your business with Sears and would appreciate the opportunity to discuss your concerns and to ensure you faith in our products. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (R and J) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Dear Joan Schreiber,
I can understand your disappointment & skepticism. We are truly sorry for your frustration on providing the proper service for you and your range. We can’t ask a technician to leave a customer’s house without completing that customer’s repair. We wouldn’t do that to you or any of our customers. I am sorry that the team you spoke to were not as helpful as they could have been and we will provide that feedback to ensure that all customers are handled appropriately per our Customer Service guidelines. I encourage you to allow us to try and help. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Joan Schreiber) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
Dear Caruso,
I'm very sorry to hear that your washer failed so soon after you purchased it. Please keep in mind that even the highest quality and most expensive products can have manufacturer defects. We offer a 90 day guarantee on our products that allows you to return or exchange an item that is not functioning correctly. It is unfortunate that you didn't inform the store of the problem when it first began happening. Regardless, we do want to speak to you further about this issue and to retain your business with Sears. My name is Robert and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the power washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (caruso) for reference to your issue, and we do look forward to talking to you soon.
Robert B.
Social Media Moderator
Sears Social Media Support
Dear Long Time Customer,
My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance. I'm sorry we've not informed you the proper features of the stove. This is definitely not the type of experience our customers should encounter with us. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Long Time Customer) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
Dear Mike911,
My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about your experience with local Sears’s location. I am truly sorry for the ongoing frustration with the Kenmore refrigerator and also with the refund. I came across your post and I wanted to reach out and offer our assistance. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Mike911) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
Dear Roorile,
My name is Robert and I’m part of the Sears Cares Escalations team and we value you as a customer. Please accept our apologies for the frustration & troubles you've experienced with your Oasis hp washer. It's clear we have let you down, but we'd like to help make things right. We understand how important it is to have a working washer in the home and we would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Roorile) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
Dear Belle,
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Robert and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (Maytag Gas Range) is listed under and we will contact you directly. In addition please include your screen name (belle) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Robert B.
A&E Solutions Team
A&E Cares
Dear JD,
I saw your comment here and I wanted to reach out and apologize on behalf of Sears Cares for what happened with the service on your appliance. I do apologize for the delay in finding your comments also and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow, but especially if it has not been resolved so we can ensure this happens.
My name is Robert and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (JD) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
Dear Violahenny,
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Robert and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (KitchenAid Refrigerator) is listed under and we will contact you directly. In addition please include your screen name (Violahenny) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Robert B.
A&E Solutions Team
A&E Cares
Dear parisa arzpaima:
Please accept our apologies for the problems you have encountered attempting to get the part needed to complete your dining set. I'm not sure how to adequately convey sincerity to you but you should know that we are here to help with this and any other Sears related issue you may be having or have had. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like to look into this for you.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dining set was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (parisa arzpaima) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
